Industry Case Study
Utility Company Reduces Call Wait Times by 85% with AI Voice
Jennifer Davis
Customer Service Manager at Metro Energy Services
Apr 28, 2024
6 min read
Industry Challenge
Utility companies face challenges with managing high volumes of customer inquiries, billing questions, and providing 24/7 support for essential services.
Common Pain Points
- High call volumes during peak times
- Complex billing inquiries
- Service outage notifications
- Payment processing assistance
- Account management requests
- Emergency service routing
AI Voice Solution Implementation
GenieDial was deployed to handle:
- Billing and payment inquiries
- Service outage information
- Account balance checking
- Payment plan assistance
- Service connection requests
- Emergency service routing
Measurable Results
- 85% reduction in call wait times
- 90% customer inquiry resolution
- 80% improvement in customer satisfaction
- 75% faster billing inquiries
- 95% accuracy in account information
- 60% reduction in customer service costs
Industry Impact
This case study shows how utility companies can improve customer service and operational efficiency through AI voice automation.